Customer services

3 days ago


Manama, Manama, Bahrain Clarendon Parker Bahrain Full time
The Counter Agent is responsible for answering customer inquiries both over the phone and across the counter, ensuring that collection and deliveries of shipments are processed as per network standards and providing a competent, courteous, efficient and proactive point of contact for customers both internal and external. The agent is also responsible for helping in achieving revenue targets through effectively promoting and selling products and value-added services. PRINCIPAL ACCOUNTABILITIESProvide a high level of customer service and professionalism taking into account that all customers have an express requirement and are looking for instant and immediate action. Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices. Process all shipments accepted at the counter accurately and enter relevant data to ensure perfect airway bills, thus offering the most suitable service to the customer. Provide follow-up for the call centre agents during off hours by tracking and tracing shipments in adherence to network trace standards. Maintain a thorough knowledge of all departments, network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times. Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly. Promote and sell value-added services such as Insurance, Import Express and TDD, and participate actively in the Sales Lead programme to contribute to the country revenue. Highlight opportunities and suggest solutions to improve procedures, technology and service to continuously provide a universally high level of service. Requirements KNOWLEDGE, SKILLS AND EXPERIENCEEducated to Degree Level English and Arabic Speaker is essential Telephone / Sales experience in a multi-national company with customer interface experience essential. BAH Driving license an advantage1 to 2 years of experience (if transferred within)Good command of English language and Arabic. Excellent PC skills (MS Word & Excel)Numerically literate Thorough knowledge of company products, services, shipments, rates, discounts and competitor services.
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